Help Desk Rep, Sr
Help Desk Rep, Sr
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Salary Not Disclosed
1 Vacancy
Job Description
PositionTitle: Help Desk Rep Sr
Employee Classification: Help Desk RepresentativeSr
College/Division: Information Technology
Department: 450285-IT TECHNOLOGY SUPPORT CENTER
Internal or External Search:External - Open to all applicants
Location: Las Cruces
Offsite Location (if applicable):
Target Hourly/Salary Rate: $17.85 an hour
Appointment Full-time Equivalency: 1.0
Exempt or Non-Exempt: Non-Exempt
Summary: NMSU is seeking an experienced Senior Help Desk Representative to provide advanced technical support and serve as a key escalation point in the Enterprise IT Service Center. This role assists students faculty and staff with troubleshooting hardware software account access and enterprise applications while ensuring a seamless customer-focused experience. The Senior Help Desk Representative also mentors junior staff monitors ticket queues and contributes to documentation and service improvements. If youre passionate about delivering responsive professional IT support in a dynamic environment apply today!
Classification Summary:
Under general supervision plans conducts and supervises routine user support simple problem analysis and resolution general technical assistance and training for information systems. Review progress and evaluates results.
Classification Standard Duties:
Supervise the day-to-day operation of the help desk providing general technical support communication with university community. Schedule student employees (computer technical assistants). Co-administer accounts on the university implementation of e-mail list server software. Reset university system passwords. Co-administer web domain registry service for ICT. Help Desk HRIS. Create myNMSU accounts. Perform other duties as assigned.
Required Education Experience Certification/License Equivalency
Required Education:Bachelors degree in a related field.; Required Experience:No previous work experience required.; Equivalency:Any equivalent combination of education training and/or experience as approved by Human Resource Services.; Required Certification/License:
Knowledge Skills and Abilities
KNOWLEDGE:Knowledge and understanding of principles procedures regulations and standards applicable to the job. Understanding of the Universitys mission vision and goals.; SKILLS:Working with staff and strong interpersonal skills.; ABILITIES:develop and maintain effective working relationships; maintain accurate and orderly records; use independent judgment and initiative; organize and direct activities.
Job Duties and Responsibilities
The Help Desk Representative Senior (Help Desk Rep Sr) provides advanced front-line technical support as part of the Enterprise IT Service Center serving as a key escalation point under the direction of the Help Desk Rep Supervisor. This working support role assists students faculty and staff with resolving hardware software account access and enterprise application issues ensuring a timely and customer-focused experience. The Help Desk Rep Sr also mentors junior staff monitors ticket queues in the IT Management System contributes to documentation and service improvements and helps uphold service-level expectations. This position plays an essential role in promoting consistency responsiveness and professionalism at the front door to IT.
Preferred Qualifications
ITIL is preferred
On-site position
Special Requirements of the Position
Department Contact: Jasmine Gomez
Contingent Upon Funding:Not Applicable
Bargaining Unit Eligibility:This is a bargaining unit position with American Federation of State County & Municipal Employees (AFSCME).
Standard Work Schedule:Standard (M-F 8-5)
If Not a Standard Work Schedule:
Working Conditions and Physical Effort
Environment: Work is normally performed indoors.
Physical Effort: Moderate physical activity.
Lifting Requirements: Requires handling of average-weight objects up to 25 pounds or standing and/or walking for more than four (4) hours per day.
Risk: No or very limited exposure to physical risk.
Employment Type
Full-Time
